Service level · Function to the business
Month-end close to sign-off
Finance
Committed level
96 hrs
cycle-time at or below target · per close
Attainment
96.3%
worst period 94.8%
Consequence of a miss
No consequence
Reported and discussed. Nothing changes hands.
Breaches
2
1 with remediation still open
Credit
$0
$0 of it actually paid
The commitment
Who owes what to whom
TypeCommitted level
Owed byFinance function
Owed toAudit committee
Measurement windowPer close
Effective fromApr 13, 2026
Next reviewOct 15, 2026
FunctionFinance
Signature
Named and dated
Signed byAna Duarte
RoleGroup Financial Controller
Signed onApr 8, 2026
A signature makes this level a commitment somebody can be held to. Without one it is a target that reads like a commitment.
How it is measured
From the work ledger
Period-end trigger to controller sign-off.
source erp-fin
What a miss costs
No consequence
No financial clause, but a miss is reportable to the audit committee, which in practice is a heavier consequence than a credit.
No credit or charge is attached to this level.
There is no credit, no fee at risk and no other consequence attached to this level. A miss produces a report and a conversation. That is stated plainly here because a service level with no consequence behaves like a target, and calling it a commitment does not change how it behaves under pressure.
Attainment by period
6 measured periods · floor at 95%
2025 Q4
96.0%
96.0 hrs · target met
2026 Q1
94.8%
99.7 hrs · target missed
2026 Q2
95.2%
98.5 hrs · target missed
Jun 2026
94.9%
99.4 hrs · target missed
Jul 2026
100.0%
83.7 hrs · target met
Aug 2026
96.9%
93.2 hrs · target met
The bar scale starts at 85% rather than zero, because every value on a service level sits in the last few points and a zero-based axis would flatten the only part of the range anyone argues about. The floor line is attainment below 95%, which is what opens a breach.
Breach history
2 recorded misses
BRC-0025Jun 2026 · occurred Jun 5, 2026 · detected 2 months ago
measured 99.4 against 96.0
missed by 3.5%
1,489 units affected
open 57.5 hrs
A drift alarm on the classification agent fired mid-month. Autonomy was reduced by the operator to supervised, and the queue lengthened as a direct consequence.
contributing: Detection lag of 34 hours before anyone was paged · Measured from the work unit ledger
Model quality degradedNo clause to invokeRemediation open
Marcus Weill, VP Total Rewards · remediation due Jul 20, 2026 · still open
Add a canary stage to policy changes so that a tightened band is exposed to five percent of volume for two days first.
BRC-00242026 Q1 · occurred Mar 23, 2026 · detected 5 months ago
measured 99.7 against 96.0
missed by 3.8%
2,038 units affected
open 29.8 hrs
The finance ledger connector went stale for eleven hours after a scheduled upgrade overran its window. Work continued to arrive and could not be posted.
contributing: Detection lag of 5 hours before anyone was paged · Measured from the work unit ledger
Source system unavailableNo clause to invokeClosed
Marcus Weill, VP Total Rewards · remediation due May 7, 2026 · closed
Add a surge clause to the level so that arrivals above 1.5 times plan suspend the commitment rather than breaching it.
What this record is, and what it is not
Drill results are measured against a modeled estate on a rehearsal calendar of our own making. Recovery times here are real measurements of a simulation, not evidence that a customer's production estate recovers in the same time.
Attainment, breach detail and credit on this record are modeled. The structure — a named counterparty, a measurement basis that can be checked, a signature, a review date, a consequence, and a breach ledger that records the cause rather than the excuse — is the part intended to survive contact with a real estate.